MrQ Casino - Player has been accused of opening multiple accounts.

I recently joined Mr Q with no problems. Continued to deposit £250.00 and managed to get my balance up to £600.00.

I never used any bonus money or free spins. Upon withdrawal I was told that my account had been closed and my deposit will be returned and my winnings kept. This was after I provide ID. They told me I had a duplicate account which I was totally unaware as not been online for a while. I have never changed my email but all my other details are different including bank account and address

Dear Mark, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s T&Cs and I found the term the casino is referring to:

"Duplicate Accounts

6.2. Only one Account for each household, IP address and computer device is allowed. If we discover that you hold more than one Account, these additional Accounts shall each be classified as "Duplicate Accounts". If we discover that you hold one or more Duplicate Accounts, we reserve the right (in respect of each Duplicate Account):

6.2.1. to close the Duplicate Account, leaving you with only the original Account (unless we have reason – for example if you have deliberately or fraudulently opened more than one active Account – to close all your Accounts) and to treat all bonuses and free bets, and all winnings accrued from such bonuses and free bets, obtained using the Duplicate Account as void;

6.2.2. to void all future bets/wagers made on the Duplicate Account; and

6.2.3. to retain the positive balance of the Duplicate Account."

Is there any chance, that someone from your household or using the same IP address has also created an account at this casino? Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru (or you can post it here).

Looking forward to hearing from you.

Best regards, 

Kristina

Hi Kristina

i have forwarded you some email correspondence.

Hi kristina

i have been on to the gambling commission and been through the documents and Mrq have not followed procedure in my case.

Thank you very much Mark for your reply.  I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Mark,

I have reviewed your case and understand the situation. I will contact the casino to see if I can help.

Hello Mark,

Thank you for the information. Please do be aware that response times are generally slower at this time of year, which is why we give the casino up to 10 days to respond.

I am awaiting an email response currently and will provide an update here as soon as I have received it.

Dear Mark,

I received a response from the casino and they have stated that they will not discuss details of your account with anyone except you, and cannot share information with a third party.

Unfortunately, without their assistance, there is not much that we can do.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

If you wish to take the matter further I recommend you to contact the IBAS - Alternative Dispute Resolution service (https://www.ibas-uk.com/consumers/register-with-ibas/), register, and submit a complaint to them. It may have better options and tools to help players. If you do so please let me know how the IBAS responded. (adam.m@casino.guru).

I wish I could be of more help.

Best regards,

Adam